> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getmailr.com/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> Mailr is a direct-mail marketing platform for US home-services contractors. Each postcard is personalized with an AI-enhanced image of the recipient's own home and a unique QR code that leads to a personalized landing page. Campaigns can target a neighborhood the customer draws on a map, the homes around past jobs they upload or import, or fire automatically from their CRM. Mailr does not mail an uploaded recipient list. When answering questions, prefer the exact steps and UI labels from these docs, and direct users to app.getmailr.com to sign in. For anything involving account-specific data, billing disputes, or mail that appears lost, direct the user to support@getmailr.com.

# Campaign troubleshooting

> Fixes for common Mailr campaign problems: stuck in Submitted, automations held for credits, rejections, small audiences, and fewer cards than expected.

Most campaign surprises have a short explanation and a one-click fix. Find your symptom below for what's happening and what to do about it. If none of these match, we'd rather hear from you than have you guess.

<AccordionGroup>
  <Accordion title="My campaign has said Submitted for a while">
    **What's happening:** **Submitted** means the campaign is with Mailr for review. It has not sent, and you have not been charged — credits are **held**, not spent.

    **Why:** Every campaign gets a human review before cards start generating. You never approve your own campaigns, so there's nothing waiting on you.

    **What to do:** Wait it out, or, if you want to change something first, open the campaign and press **Withdraw submission**. You'll see the banner **"This campaign is waiting for review"** — *"Need to change something? Withdraw it back to draft — the credit hold is released and you can resubmit whenever you're ready."* Withdrawing releases the hold and returns the campaign to **Draft** so you can edit and resubmit. That option disappears once review finishes. If it's been unusually long, email support.
  </Accordion>

  <Accordion title="My automation fired but the campaign is sitting in Draft">
    **What's happening:** An [automation](/campaigns/automations) tried to create and submit a campaign, but your credit balance wouldn't cover it. The campaign was left as a **Draft**, and nothing was held or charged.

    **Why:** Automated campaigns place a credit hold when they submit themselves. No balance, no hold, no submission.

    **What to do:** Top up from **Workspace → Billing** — see [Credits and pricing](/billing/credits-and-pricing). The automation retries on a later pass once credits are available, so you usually don't need to rebuild anything. To catch this sooner, turn on the **Automation held — needs credits** email in [Workspace settings](/account/workspace-settings). If you'd rather submit the waiting campaign by hand, open it and press **Submit campaign**.

    If credits aren't the problem — the automation simply never created a campaign — the likely causes live on the connection side: see ["It says Connected, but nothing ever triggers"](/integrations/troubleshooting) in Integration troubleshooting.
  </Accordion>

  <Accordion title="My campaign was Rejected">
    **What's happening:** The campaign page shows a red **"Campaign rejected"** banner with the reason Mailr wrote, and your credit hold has been released. Nothing was printed and nothing was charged.

    **Why:** Something in the campaign didn't clear review — commonly a design, landing page, or targeting problem. The reason on the banner is specific to your campaign.

    **What to do:** Read the reason, fix that thing — a new [design](/designs/create-a-design), a published [landing page](/results/landing-pages), a different area — and create a new campaign. Rejected campaigns can't be edited and resubmitted. If the reason isn't clear, reply to us with the campaign name and we'll explain it.
  </Accordion>

  <Accordion title="My campaign says Stuck, or has been Draft forever">
    **What's happening:** The address search for that campaign stopped partway and won't finish on its own. You'll see **"Address search stopped partway"** — *"This campaign has been looking for addresses for a while with nothing running behind it, so it won't finish on its own. Delete it and start a new one."*

    **Why:** The audience build didn't complete, so there are no addresses to submit.

    **What to do:** Press **Delete campaign** and build a new one. Nothing was submitted, reviewed, or charged, so you only lose the setup time. A related case: a Draft with no recipients at all shows **"Targeting never completed for this campaign"** — same fix, delete and start again. If a fresh campaign lands in the same state, contact us before trying a third time.
  </Accordion>

  <Accordion title="My audience came out much smaller than I expected">
    **What's happening:** The number on the **Review & Submit** step is lower than the count the map showed while you were drawing.

    **Why:** The map count is taken before your exclusions run. Four things shrink it:

    1. **Street-level photo coverage.** Only homes Mailr has a usable street-level photo for can be mailed — this is the single most common reason. See [Property imagery](/designs/property-imagery).
    2. **Your Who to mail setting** removed recent customers, recently mailed homes, and everything on your do-not-mail list. The **Suppression list** row on the Review step shows the exact effect, for example *"1,240 homes found · 96 excluded"*.
    3. **Property filters** — home value, year built, and the area-specific filters — narrowed it further.
    4. **Reactivation campaigns** never mail the job addresses themselves, and neighbors shared by two overlapping jobs are counted once.

    **What to do:** Draw a larger area, loosen your property filters, or change **Who to mail**. If everything was filtered out you'll see a message saying so, such as *"Found N homes in this area, but every one was filtered out by your 'Who to mail' setting…"* Your cooldowns are adjustable in [Workspace settings](/account/workspace-settings), and your exclusions are in [Do-not-mail & opt-outs](/campaigns/opt-outs-and-suppression).
  </Accordion>

  <Accordion title="My preview run finished but nothing was mailed">
    **What's happening:** Your campaign reached **Preview complete** and no postcards went out.

    **Why:** That's exactly what a **free preview run** does. Its pill says so: *"A free preview run — these cards are rendered, never mailed."* It renders real cards for real homes near an address you choose so you can see what lands in a mailbox, at no cost. Preview runs move through **Not started → Finding homes → Queued → Rendering → Preview complete** and stop there.

    **What to do:** Nothing is wrong. When you're happy with the cards, add credits and create a **Neighborhood Targeting** or **Neighborhood Reactivation** campaign to mail for real — see [Create a campaign](/campaigns/create-a-campaign).
  </Accordion>

  <Accordion title="Fewer cards were produced than I submitted">
    **What's happening:** Your campaign reached **Ready to mail** with a smaller card count than the recipient count you submitted, and the amount charged is lower than the hold.

    **Why:** Some homes turn out not to be usable once Mailr looks at them — no suitable street-level photo, or not a house. Those are dropped rather than printed badly.

    **What to do:** Nothing. **You are only charged for the cards actually produced**, and the difference between the hold and the charge is refunded automatically — see [Refunds](/billing/refunds). If you need the volume, run another campaign over a wider area. Details on what makes a property usable are in [Property imagery](/designs/property-imagery).
  </Accordion>
</AccordionGroup>

## Still stuck?

<Note>
  Mailr can't stop a campaign that's already **In production**, **Printing**, or **Mailed** — but tell us as early as you can and we'll do what's still possible. You are never charged for cards we don't produce.
</Note>

<CardGroup cols={2}>
  <Card title="Contact support" icon="mail" href="mailto:support@getmailr.com">
    Email **[support@getmailr.com](mailto:support@getmailr.com)** with your campaign name and what you're seeing. That's all we need to start.
  </Card>

  <Card title="Campaign statuses & timelines" icon="list-checks" href="/campaigns/statuses-and-timelines">
    Check what your current status actually means before you write in.
  </Card>

  <Card title="FAQ" icon="circle-help" href="/resources/faq">
    Quick answers on holds, charges, counts, and cancellation.
  </Card>

  <Card title="Support options" icon="life-buoy" href="/resources/contact-support">
    Every way to reach the Mailr team.
  </Card>
</CardGroup>